Contributor
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66 Messages
One channel keeps freezing with new cable box
Finally swapped out our old, large HD cable box for the smaller, newer 4K XG1v4 box about two weeks ago.
Recently noticed that one particular channel (local NBC station) keeps freezing and/or loses audio for 30 seconds-1 minute stretches. Haven't seen it happen on any other channels or streaming apps as of yet which seems odd, but it's very annoying since it occurs multiple times per hour (every 10 minutes minimum).
Tried refreshing box several times, system refreshed 2 or 3 times, unplugged and replugged ALL cables (power, coax, HDMI) multiple times. Checked signal strength as well, especially right after video/audio catches back up and it always shows green/good connection.
Why would seemingly one channel be effected and, more importantly, what else can I do to remedy this?
Community Best Answer
Cammby
Contributor
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66 Messages
1 hour ago
@XfinityRay
Yes, after it freezes for however long it decides to do so, the screen just blacks out for a second or two before going back to live TV. No error messages at all.
It's all fixed now. Swapped boxes out on my day off and zero freezes all day so far, whereas I'd have experienced dozens by now on the prior box.
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Cammby
Contributor
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66 Messages
15 hours ago
Well, found that it's happening on more than one channel, though NBC is certainly the most prone. But still no issues with streaming services.
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XfinityRay
Official Employee
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4.2K Messages
6 hours ago
Hey there, @Cammby! Congratulations on upgrading the TV box! That's an awesome change so you get 4K programming and it has improved support for the apps. I am sorry that you are having concerns with the channels and audio freezing. When that happens does it just start working on its own again? Do any error messages or codes come up or just the frozen screen shows?
The steps you took are exactly what we recommend. Check the cables, reset the equipment, send a system refresh, and check the signal strength. Thanks for your help with doing that. Are there any splitters along the coax line attached to the back of the TV box?
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